Enterprise Customer Success Manager

**Company Overview**:
Docusign brings agreements to life. Over 1.5 million customers and more than a billion people in over 180 countries use Docusign solutions to accelerate the process of doing business and simplify people’s lives. With intelligent agreement management, Docusign unleashes business-critical data that is trapped inside of documents. Until now, these were disconnected from business systems of record, costing businesses time, money, and opportunity. Using Docusign’s Intelligent Agreement Management platform, companies can create, commit, and manage agreements with solutions created by the #1 company in e-signature and contract lifecycle management (CLM).

**What You'll Do**:
The Docusign Customer Success Account Manager (CSAM) is a
high-impact, dynamic position, responsible for managing a portfolio of strategic accounts and renewals in an assigned territory.

This position is an individual contributor role, reporting to the Manager, Customer Success Account Management.

**Responsibility**
- Prevent risk and drive growth in our top customers through early engagement, driving value, engaging with key stakeholders and mapping our customers to our executives as measured by renewal outcomes
- Achieve financial and strategic revenue, bookings and billings targets
- Maintain and update an accurate rolling forecast of your territory and
communicate any renewal risk to internal resources in order to develop
resolution strategies, up to and including Executive Engagement
- Own and implement win/win negotiation strategies for Docusign’s strategic renewals while protecting and enhancing customer trust
- Conduct regular business reviews with our customers to ensure that they are deriving value from our product and that we are aligned with their primary objectives
- Be responsible for the full adoption strategy, leveraging key stakeholders across the Docusign ecosystem to deliver holistic paths to success
- Serve as the primary point of contact and facilitation on behalf of our
customers for any escalation concerns
- Collaborate with internal resources such as, but not limited to; Sales, Customer Success, Pricing, Legal, Revenue Operations and Product Management to develop growth and risk mitigation strategies for key accounts
- Discuss and advise on core functionality and features beyond the
fundamentals and effectively communicate the art of what is
possible
- Act as a Docusign expert for our customers, identifying process
gaps and coordinating with Docusign resources to ensure successful adoption & deployment
- Enhance account growth by taking a major role within the account team, helping to identify incremental growth opportunities and involving the appropriate internal resources where applicable
- Evaluate your portfolio and effectively analyze usage, health, data, and
behavioral patterns to prioritize time to render the most favorable outcomes for the customer and for Docusign
- Follow and adhere to best practices for all internal processes including,
opportunity management, data quality and accuracy, CRM hygiene, quotes and forecasting
- Occasionally travel to build customer relationships and improve overall
partnership (up to 10%)

**Job Designation**:
**Hybrid**:
Employee divides their time between in-office and remote work. Access to an office location is required. (Frequency: Minimum 2 days per week; may vary by team but will be weekly in-office expectation)

Positions at Docusign are assigned a job designation of either In Office, Hybrid or Remote and are specific to the role/job. Preferred job designations are not guaranteed when changing positions within Docusign. Docusign reserves the right to change a position's job designation depending on business needs and as permitted by local law.

**What You Bring**:
**Basic**
- Significant experience within Sales, Renewal Management, Account
Management and/or Customer Success - ideally within SaaS offerings
- Strong contract negotiation skills, with experience driving high value contracts to timely completion
- Experience with quota-carrying roles and proven history of meeting key performance indicators
- Experience with deal negotiation cycles with a successful track record, ability to navigate across internally and with the customer in a trusted
advisor/consultative approach and establishing credibility quickly with senior level executives across the organizations
- BA/BS degree or equivalent work experience

**Preferred**
- Experience with leading an adoption strategy across organizations, serving as a change agent for the customer
- Ability to demonstrate a strategic mindset to enable persuasive value
conversations with customers at an executive level
- Ability to interact with and influence all levels from individual contributors to executives
- Ability to react and adapt to potential rapid shifts in priorities
- Strong level of urgency, organization and prioritization skills
- Salesforce experience
- Excellent written and verbal communica